Customer Feedback

Thank you for your feedback and kind words. It has been a testing time for the couriers, I am pleased to say that the majority of our customers are receiving prompt service.  We have fedback your experience to the Courier Relationship Manager who will address your experiences with the local area manager for the 'bury st edmunds' area.  Thank you again for taking time to complete the feedback.

We have since spoken and the previous grates you refer to were not from us, so its difficult to comment with regard to the quality of them.  The Baxi grates we supply are orginal pattern and supplied by the company whom own the patent, so we are confident the product quality is excellent.  We have talked about the coal you use and it sounds of good quality.  It will be interesting to see how you get on with one of our grates over time, so please let us know :-) 

With regard to keeping records about your previously ordered parts, we do have your previous order information, you can also view and modify this within your login web account.  Just go to https://fireparts.com/index.php?route=account/login and enter your password. If you are unsure of your password, then you can request a reset.  In this account you can see your information such as addresses and previous orders and record again if required.  This information can be deleted and edited by yourself.

Thank you, we are so pleased your Grandparents were happy and great the Parkray handle arrived next day.  We would be interested to see how long the handle lasts, please keep us updated. If it doesn't last for at least 20 years, we will give you a new one FOC!!  :-)

Hi Andrew, thank you so much for this feedback - we always notify customers of dispatches, so I have investigated further.  We sent automatic 'order received' notification on 14th when the order was placed, we then sent a manual (human sent) notifcation the same day.  Then after the weekend on Monday 18th Jan we sent a dispatch notification and another email from our accounts system with the invoice attached.  I can only assume the notifications went into SPAM which can be a common issue.  Thank you for bringing this to our attention and I am pleased you did receive the parcels promptly and safely..

Apologies, we put our hands up, we didn't get it right with your order!!  We've sacked the packer!!   (only joking of course).  It is a testing time for our stores people, running on less staff, with some of the highest amounts of orders we have seen in years.  We appreciate your understanding and are happy we rectified the situation promptly enough for you :-)